© 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Social media is here to stay: Strategies for mitigating risks and protecting your brand

2 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Introductions Jarrod Magan VP, Client Technology Services Sedgwick

3 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Top social media sites Facebook Twitter LinkedIn Instagram Pinterest YouTube Snapchat Flipboard Periscope / Katch

4 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Facebook statistics On Monday, August 24, 2015, 1 Billion people used Facebook* That’s 1 in 7 people on the planet! Facebook touts 1.5 Billion active accounts 62% of all American adults use Facebook 70% access the site daily *

5 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Doing business in a digital world Social media is growing like crazy. Everyone uses it! years old30-49 years old50-64 years old65+ years old Growth in 1 year Top 5 sites are Facebook, LinkedIn, Pinterest, Instagram and Twitter

6 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Social media is here to stay

7 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Social media is more than social networking News delivery Online marketing Research and investigations Customer service Brand outreach Protection

8 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Doing business in a digital world Social media is used as a growth or new customer acquisition strategy!

9 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Doing business in a digital world User-centric solutions New technologies are being developed around the needs of the informed power consumer Demand for mobile technology solutions that are available 24/7, provide real- time data and can be integrated with other systems will continue to grow Cloud-based software as a service will play a greater role in accommodating the changing business needs of employers Hyper-connectivity In today’s fast-paced world, smartphones are the norm and data seems to move at the speed of light Societal demands for uber-connected products and services are opening the door for countless opportunities, but also new and evolving risks

10 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Social media and risk response: Why is it important?

11 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Social media: emerging challenges and risks Security and productivity – Malware / increased threat and potential scams from hackers – Bandwidth consumption – Productivity loss / blurs professional and private lives – Use of company-supplied mobile devices Brand reputation – Are your best advocates your employees / are they engaged? – Do you listen to social channels / what is being said about your company? – Are you using SM as a form of marketing or customer engagement? – It’s not static / this is a two-way process

12 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Social media and risk response Risk management perspective In risk and claims management, we all understand the importance of incorporating a foundation of responsiveness and communication into our process To do this effectively, we have to continually evolve with the business and with the needs and expectations of our customers and associates The “24-hour touch point” is 23 hours too long with the speed of social media and with how quickly things can go “viral” We have an opportunity to leverage social media as a risk mitigation and brand enhancement tool

13 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. You may be saying, “I don’t have time.” You need to make time and seize these new communication opportunities With the evolution, there is an opportunity to drive better claim outcomes by being present at the moment someone needs help Social media and risk response Why should risk managers care?

14 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Social media and risk response Deploying a social media risk plan Assess social media vulnerabilities beyond reputation Expand existing risk governance structures & activities to include social media Establish advanced social media monitoring tools and technologies Enhance existing performance management to analyze and act on monitoring metrics Design & deploy a more SM risk aware culture

15 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Social media and risk response How can you improve outcomes? Start with the basics: Does your company have someone who handles social media? Are you listening on all major social channels? Can you respond and react in real time to customers and your own associates? Is social media integrated into your customer service approach? Is risk management working in partnership with your social media or customer service departments to help listen and send complaints your way?

16 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. What can happen if you aren’t engaged?What can happen if you are engaged? Providing customer service in a digital world Accelerated satisfaction – Good customer and associate engagement – Increased speed – Transparency – Multiple mediums – Generationally cognizant – Clear expectation – Enriching the experience – Controlling the relationship Declining satisfaction – Poor customer and associate engagement – Escalated costs – Litigation in claims Driver – Communication – Customer service – Associate service – Transparency – Timely action – Expectation setting – Education

17 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Providing customer service in a digital world Hurdles to industry embracement

18 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Providing customer service in a digital world The conversation is happening with or without you Claimant 10:56am I faxed in paperwork and I am being told to scan and it in. I don't have access to scan or . Sedgwick 1:40pm Hi Tammy. Can you tell me the name of your employer so that the social media team can pass along for researching your information? Claimant 3:23pm I got it straightened out. Thank you for your willingness to assist me though! Much appreciated! Sedgwick 3:26pm Great news. Have a good day.

19 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Respond quickly to avoid a social media firestorm Providing customer service in a digital world 9:28 who do I contact to get my claim resolved? Can’t reach your company #frustrated. Should I tweet this information or send it via ? twitter ✭ 9:40 if you will send your information to this will help direct your info to right resource twitter ✭ 1:03 thank you, my examiner just called me twitter ✭

20 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Providing customer service in a digital world Opportunity to serve customers (and in our case – claimants) Pre-loss, during loss, post-loss Most expensive files are in litigation The #1 reason for litigation costs going up is poor communication Improve your brand image and reputation The simple act of acknowledging an upset client via social media can greatly improve your image to a very large audience This makes the risk management team look good to the whole organization Create a positive customer and associate experience

21 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Providing customer service in a digital world Customer service in real time: Manage the conversation with the right tools Free options – Hootsuite – Google alerts – Social mention Paid versions range from $50−$500+ per month: – Sproutsocial – Buffer – Buzzsumo – Integrated with CRM and other systems – Oracle – Meltwater – Salesforce Radian 6 (the Cadillac of tools)

22 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Connect on social media Are you on social media?Are you connected to your customers and business partners? We are listening and look forward to joining in the social conversation with you

23 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Let’s Periscope and take questions

24 © 2015 Sedgwick Claims Management Services, Inc. - Do not disclose or distribute. Contact information Jarrod Jarrod Magan jarrodsmagan